If the locked account is a global administrator account:

To unblock a global admin, please contact support@aos-hub.com or your AOS account manager and the support team will unlock your account as soon as possible. 

If the locked account is a local administrator account:

To activate the account and reset the password, the global admin for that user will need to follow the steps below:

  1. Log in to their account. 

  2. Go to the Admin page, as shown in Figure 1 below. 

Figure 1

3. Go to the Users section and select the relevant user, Figure 2. 

Figure 2

4. Un-check the 'Locked' box on the user page, which will be checked after the user was locked out, and click 'Save', Figure 3.

Figure 3